-
Suggestion
-
Resolution: Fixed
-
None
-
None
Problem Definition
Sometimes, when a customer tries to reset their Atlassian Account's password, the following error is thrown:
OOPS, YOU'VE MADE A MALFORMED REQUEST. If you came here from a link we sent you, please contact support.
Suggested Solution
Although potentially there's a variety of reasons why we see this error, one of the reason is broken link from mail client which handles HTML as plain-text.
Therefore, it should be nice to provide a way to copy-and-paste the link like the image below.
Workaround
Most of the times this issue is resolved by:
- Clearing browser's cache.
- Disabling browser extensions or trying in private browsing mode.
- Turning on and off referrer protection.
- In case you use Capture for Jira, disable it
- Open the email in HTML (not in plain text)
It'd be interesting if the message would provide more relevant information so that the customers could be pointed towards a resolution for themselves.
[ID-6249] Update the "Oops, you've made a malformed request" error message to a more adequate one and provide a URL in plain text
In URL in email, "&" is written as "&". so, link is broken.
But this is caused by mail clients which don't handle HTML mail very well.
If you embed text-part message in the email, it is more better.
Thanks.
加藤敦
added a comment - - edited In URL in email, "&" is written as "&". so, link is broken.
But this is caused by mail clients which don't handle HTML mail very well.
If you embed text-part message in the email, it is more better.
Thanks.
It seems as if it is caused by the Bing-Pixel-Extension or the Facebook-Pixel-Extension. I deactivated this 2 and it worked when it did not work after just deleting cookies.
John Skocilic
added a comment - Here's an update that may help others. I was able to fix the issue. However these are steps I needed to take to resolve it:
1. Disable all extensions
2. Clear all cache and browsing history
3. Then open Chrome
4. And it worked
When I cleared cache alone, the problem was not resolved.
When I disabled extensions alone, the problem was not resolved.
It seems to me that one of the extensions was 'holding on' to some history or cache that was causing the malformed request.
I hope this may help dev or other users.
John Skocilic
added a comment - Here's an update that may help others. I was able to fix the issue. However these are steps I needed to take to resolve it:
1. Disable all extensions
2. Clear all cache and browsing history
3. Then open Chrome
4. And it worked
When I cleared cache alone, the problem was not resolved.
When I disabled extensions alone, the problem was not resolved.
It seems to me that one of the extensions was 'holding on' to some history or cache that was causing the malformed request.
I hope this may help dev or other users. 
Gerald Gillespie
added a comment - In my case a JIRA-related chrome extension (3rd party) was causing this. Disabling that extension was what ultimately worked for me. You call this out in step 2 generically but it might have a bigger impact on users to give a reason why
Gerald Gillespie
added a comment - In my case a JIRA-related chrome extension (3rd party) was causing this. Disabling that extension was what ultimately worked for me. You call this out in step 2 generically but it might have a bigger impact on users to give a reason why Have users reporting this as well. As mentioned seems Chrome & cache/cookie specific against cloud sites (JIRA & Community)
A suggestion to avoid broken linkAlthough potentially there's a variety of reasons why we see this error, one of the reason is broken link from mail client which handles HTML as plain-text.
Therefore I suggest to provide email receivers a way to copy-and-paste the link like the image below.
Please link this issue to the corresponding bug concerning the cookies.
Thanks for bringing this to our attention.
We have since fixed this - users will now see more informative error messages to help self-diagnose the issue. If you're still running into issues with this error, please feel free to reopen this ticket.
Thanks,
Aneita